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Senior Manager - EV Customer Quality

Date: May 11, 2023

Location: IN

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Position Summary with Job Responsibilities

Position Description Format
Position Name    Manager – EV Customer Quality    Position level    Level 5
DEM position name    Lead – Plant Customer Quality    DEM position level    Level 4
FEM position name        FEM position level    
Purpose of the position:
This position will act as Customer Representative in the Plant and is responsible for resolution of Warranty/ field issues by implementing quality improvements through participation in CFTs and providing technical support to field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction.
Dimensions of the position
IPTV / EPV Reduction for respective aggregate
Personal Profile
Education    B.E./B.Tech (Electrical, Electronics and E & TC)
Skills/ Competencies    1)    Driving Execution
2)    Customer Centricity
3)    Problem solving orientation 
4)    Analytical skills
5)    Technical knowledge of Electronics & Communication Products
Relevant Experience:
1.    Automobile OEMs Industry with 4 to 10 years of experience
2.    EV OEMs Industry, Knowledge of power devices. Experience in automation/communication units/Electronics Maintenance would be preferred.


Work Experience

Key Responsibilities:
S.N.    Key Responsibility & Key Tasks
1    Quality Improvement Drive:
•    Participate and work with cross functional teams for Issue Resolution and recurrence prevention through structured root cause analysis
•    Plan and execute structured root cause analysis for major quality issues
•    Ensure closure of issues with MBPA for supplier quality process, design issues, software version update.
•    Ensure updates for periodic review with ERC, Current Quality, Advance Quality, Technical Services along with senior management in forums like Quality Review Meetings
2    Customer satisfaction surveys for respective aggregate:
•    Detailed analysis of field surveys for respective aggregate
•    Participate and facilitate cross-functional teams for major IQS issues resolution
•    Facilitate customer calling of QRT to capture VOC and plan further actions based on the VOCs 
•    Plan customer visits to understand customer problems as per requirement of CFT.
•    Work on detailed action planning for senior management reviews.
3    Field Actions for Critical Issues:
•    Analyse and find out root cause for critical field issues.
•    Ensure action plan along with the CFTs
•    Execute details of the field actions with support from CFT and coordinate with customer care for implementing the same in field .
•    Monitor and ensure timely execution of FAC in the field through customer care. 
4    New Product Launches:
•    Participate in quick response team for respective aggregate
•    Review the daily claims under QRT 
•    Attend cases in field as per management requirement for critical field issues to resolve and under the issues
•    Work with the CFT to identify root cause for the issues and plan actions to resolve the same 
•    Co-ordinate with CFTs and plan FAC for addressing major field issues after reviews with senior management
•    Ensure timely closure of FACs & closure of recall & retro fitment activities within stipulated timeframe

Tata Motors Leadership Competencies

Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
Driving Execution - Translating strategy into action and execution
Leading by Example - Encouraging and following ethical standards
Leading Change - Recognizing the need for change, initiating and adapting to change
Motivating Self and Others - Inspiring teams and individuals

Functional Competencies


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